Apply on Employer Site

Ericsson · 15 hours ago

VP Global Technical Support

Santa Clara, CA

Full-time

Hybrid

Director/Executive

$192K/yr - $306K/yr

15+ years exp

Ericsson is a leading telecommunications company seeking a hands-on, outcomes-driven leader to manage their global 24×7 Technical Support organization. The role involves leading incident response, integrating AI into support workflows, and collaborating across the business to enhance customer experience and operational efficiency.

Information TechnologyInternetMobileTelecommunications

No H1B

Responsibilities

Make Customer Experience the top priority; align decisions to customer value and business impact

Design, pilot, and scale AI use cases; coach teams on human+AI workflows and data/ethical standards

Lead executive incident response for major events (P1/P0)

Evolve support playbooks (severities, handoffs, updates) and advance KB/community/in‑product help

Partner with Sales, Renewals, and CS on account protection and expansion

Build a global culture that grows managers and welcomes innovation

Qualification

AI deployment in support24x7 support managementCross-functional influenceBudgeting experienceNetworking/telco backgroundCoaching abilitiesCultural preservationLeadership skillsCustomer experience focus

Required

15+ years in enterprise technical support/service (or adjacent); 7+ years leading leaders in multi‑region organizations

Experience running 24x7 follow‑the‑sun support and executive incident command

Hands‑on with deploying AI in support (agentic assistants, routing, knowledge automation)

Trusted partner to Engineering and Sales; strong cross‑functional influence

Budgeting, global delivery, and vendor strategy experience

Background in networking/telco, cloud/infra, or enterprise SaaS

Preferred

Shaping product backlogs from field signals

KCS/KB governance

Advanced degrees

Benefits

Subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution

Subsidized HMO option through Kaiser

Subsidized dental and vision coverage

401(k) plan has a 4% company match and immediate vesting

Company-paid employee basic life and AD&D insurance

Company-paid disability benefits

Minimum of 15 days of accrued vacation

Up to 3 personal days per year

11 annual holidays

8 hours of volunteer time

80 hours of sick time annually

Up to 16 weeks of paid maternity leave

6 weeks of parental or adoption leave at 100% of pay